Arkadin

Arkadin Managed / Assisted Communications

Arkadin Digital Engagement enables you to successfully communicate with influential audiences through webinars, webcasts, video events and audio conferencing. From small meetings to virtual events for thousands of participants, Arkadin delivers over 44,000 managed communications per year for the public sector and the world's largest companies.

Features

  • Managed audio conference calls, webinars, webcasts & video conferences
  • Multimedia content: slides, videos, Q&A, polls/survey, downloadable resources & transcripts
  • Project management scheduling structure moderation technical queries
  • Reporting real time analytics with post event reports
  • Bandwidth optimization - peer to peer delivery software
  • Secure and scalable < 10,000 participants, operator managed conference calls
  • Managed web event, non-streaming audio, content sharing and interactive presentation
  • Multi-site, managed video conference calls, highly encrypted fully secure service
  • Managed webcasting, webinars, virtual conference halls and live video streaming
  • Event project management available in 19 Languages

Benefits

  • Reduce the cost of physical meetings, training sessions, announcements
  • Consume content on all IP enabled Devices
  • Extending the life of content, training materials, processes, meetings, announcements
  • Scaled delivery to thousands of online attendees
  • Fully managed service from booking to delivery
  • Optimised for dial-in telephony and Internet delivery simultaneously
  • Global operational footprint, to assist overseas presenters and participants
  • Bring together geographically dispersed teams and departments regularly
  • Short lead time for urgent communications
  • Publish content from multiple devices

Pricing

£300.00 to £85000.00 per unit

Service documents

Framework

G-Cloud 11

Service ID

3 8 7 4 4 2 6 5 5 4 0 5 3 9 0

Contact

Arkadin

Chris Gladwin

+44 (0)7738349781

C.Gladwin@arkadin.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Arkadin provide managed webcasting support in terms of the setup and technical delivery of a webcast including managing AV suppliers, venues and general logistics via expert project management. Arkadin's Event Project Management team support clients in 19 languages.
Cloud deployment model
  • Private cloud
  • Community cloud
Service constraints
Firewalls and ports may need to be configured to allow streaming on devices inside the internal network.
System requirements
  • Windows 7 to present day
  • Windows Browsers, Internet Explorer 11+ Microsoft Edge
  • Firefox40.x GoogleChrome44.x
  • MacOS10.9.x to present day
  • Mac Browsers Firefox40.x Google Chrome44.x Safari7.x
  • Flash Player Version 14+
  • Linux Ubuntu 10.x Firefox 40.x
  • Apple devices iPhone 5+ and iPad 2+
  • Android Devices with OS 4.2 and 4.4+
  • Audio 56Kbps or greater / Video 300Kbps or greater

User support

Email or online ticketing support
Email or online ticketing
Support response times
24/7 365 following the Sun. Ticketing and instant online chat facility is available depending on the product selected.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via the website, additionally through the webcast platform if purchased as a subscription licence.
Web chat accessibility testing
Please elaborate if you require further information.
Onsite support
Yes, at extra cost
Support levels
Full support is provided for on site assistance including AV/Production if required. Depending on the service and requirements and the client needs, this can be on site or cloud support. Cost are evaluated case by case and depending on the duration and the degree of assistance required. Our service is backed by comprehensive SLAs and clients managed by commercial and technical account managers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Arkadin provide many additional services including but not limited to: Organisational Change Management (OCM), Professional Services & Project Management, Trainers, online help guides and videos.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Webinars
  • Videos
End-of-contract data extraction
All webcasts can be provided in MP4 video format so that the user can load these into a new platform if desired. Also all analytics can be downloaded via .CSV file.
End-of-contract process
At contract end the platform and content will remain and store data up to 3 months whilst data is being extracted from the platform. However the client will not be able to run any live webcasts as the contract has ended.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile experience is optimised based on the screen size and OS - No app to install operates through the mobile devices native browser.
Service interface
Yes
Description of service interface
Ordering Managed Services, Online Order Form: http://events.arkadin.com/uk/order-event.php

Webcasting / Webinars: If subscription based webcasting is purchased then a login to that platform to access the features is required.
Accessibility standards
None or don’t know
Description of accessibility
Via a web browser
Accessibility testing
Not aware. Please request if more information is require as each technology has it's own testing criteria and processes.
API
Yes
What users can and can't do using the API
API platform integration with CRM systems, includes SAML for single sign on authentication (SAML 2.0).
We support seamless registration (POST/GET) and XML Feed.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Webcast experience (registration of webcast, emails, console, presentation) can be customised with specific graphics, texts, fonts, and engagement options (polls, Q&A, surveys). Arkadin's Event Project Managers work with our clients to design, test and implement the customised user experience.

Scaling

Independence of resources
All webcast and webinar services are supported by multiple tier 1 CDN carriers in every geographical region with unlimited capacity if required. Any event with over 10,000 attendees we should be notified. All Managed Audio Events must comply with our SLA and ordering process. Furthermore, we have been delivering managed events for the past 15 years to organisations worldwide and partner with the industry's leading webcasting providers.

Analytics

Service usage metrics
Yes
Metrics types
Arkadin's webcasting partners allow clients to download key data metrics captured during the event. For example, how responsive the audience has been throughout the presentation i.e. how many clicked on the resources section or participated in polls / surveys.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
ON24 Inxpo/West Kollective Hive Adobe Webex BlueJeans Events Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
The standard export methodology use MP4 format. Other assets can be exported by using the browser capabilities.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Video
  • MP4
  • API
Data import formats
  • CSV
  • Other
Other data import formats
  • MP4
  • PDF
  • PPT
  • API

Data-in-transit protection

Data protection between buyer and supplier networks
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
ON24 provides data at rest encryption, encryption in transit and all backups are encrypted using industry standard and solutions provided by equipment vendors. These solutions use AES 1024/2048-bit keys, meet FIPS 140-2 Level II requirements and use fully integrated and simplified key management.

All data in transit is secured using 2048-bit SSL certificates issues by a trusted CA(Network Solutions).

ON24 uses two factor authentication from DUO-SECURITY for our VPN users.
Data protection within supplier network
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
ON24 provides data at rest encryption, encryption in transit and all backups are encrypted using industry standard and solutions provided by equipment vendors. These solutions use AES 1024/2048-bit keys, meet FIPS 140-2 Level II requirements and use fully integrated and simplified key management.

All data in transit is secured using 2048-bit SSL certificates issues by a trusted CA(Network Solutions).

ON24 uses two factor authentication from DUO-SECURITY for our VPN users.

Availability and resilience

Guaranteed availability
Service Availability is measured on a monthly basis, and is based on Arkadin service availability. Availability is calculated as a percentage based on agreed service uptime and downtime.
Monthly Service Availability is equal or higher than 99.9%

Exclusions:
- For webcast Events, the incidents where the causes are not attributed to Arkadin’s webcast technology partners

If a failed Event occurs (severity 1 case only), Client will qualify for a credit equal to the value of the charge of the Event, but not including any third party / Partners / telecom expenses that Arkadin or Client incurred with respect to the Event. The credit shall be available to Client exclusively for use on another Event of Client’s choice, and Arkadin shall have no obligation to refund the value of any credit to Client.
Approach to resilience
Arkadin's webcasting partners have resilient data centre set-ups on a N+1 configuration. Further information is available on request.
Outage reporting
Outages can be reported by email alerts and public dashboard.

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Depends on the required authentication by the buyer SSO, federation etc.
Access restriction testing frequency
At least once a year
Management access authentication
  • Username or password
  • Other
Description of management access authentication
We can discuss during a project meeting to find out the best solution for the UK government.

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Corporate Security and Compliance is of utmost importance at Arkadin. As part of the NTT Group, number 1 global telecommunications organisation, we adhere to strict protocols and processes set by our parent organisation. In addition, it is the responsibility of our Corporate Security team and governance committee to ensure our employees adhere to internal processes e.g. password protection.
Information security policies and processes
Arkadin follow best practice from ISO27001 accreditation. Corporate Security and Compliance is of utmost importance at Arkadin. As part of the NTT Group, number 1 global telecommunications organisation, we adhere to strict protocols and processes set by our parent organisation. In addition, it is the responsibility of our Corporate Security team and governance committee to ensure our employees adhere to internal processes e.g. password protection.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The following components are tracked and assessed:
1. Release Overview
2. Release Group members
3. New or updated hardware requirements
4. Weblogic Configuration changes and dependencies
5. DB changes, descriptions and rollback requirements
6. Staticroot changes by modules and dependencies on WL code and DB changes
7. Appgen changes
8. Servers Deployment Order and RODB traffic changes
9. Release Time Table
10. Contact/Escalation Process in case of problems.
11. Rollback Plan
All changes are tracked in our Change Management system and formally reviewed by our Change Advisory Board before implementation.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We run Qualys vulnerability testing on a monthly basis or following a platform release. Patches are deployed on severity basis.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Platforms have a large number of systems and technologies which provide the infrastructure layer of each for 24x7 availability. It is very important for providers to continuously monitor for any anomalies in the computing environment and alert the Operations team proactively. The monitoring efforts include vulnerability monitoring, application monitoring and threat monitoring. A number of systems are used to monitor the various technologies involved.
Incident management type
Supplier-defined controls
Incident management approach
Specific procedures vary depending on the type of incident. Users report incidents by raising a ticket or contacting their dedicated Account Manager/Customer Success Manager directly. Incident reports are provided upon request in Excel or PDF format. During a live event, an Event Project Manager will be on-call to rectify any issues.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£300.00 to £85000.00 per unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Bespoke to service ordered from Arkadin;
- Two week platform access to an Arkadin Webcasting Platform
- 30 min 5 participants for managed Audio Calls
- Free non branded webinar demo with Web Events and Webcasts (no live participants)
Link to free trial
https://event.on24.com/view/wcc/trialaccount/channel/arkadinemea/index.html

Service documents

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